Elevate Your Career with CIS-CSM Certification Master Customer Service Management

ServiceNow CIS-CSM Certified Implementation Specialist - Customer Service Management Questions And Answers PDF Format: For More Information Visit link below: https://www.certsgrade.com/ Version = Version = Product Visit us athttps://www.certsgrade.com/pdf/cis-csm/

Latest Version: 6.2 Question: 1 Agents and managers cannot create knowledge articles from Community questions. A. True B. False Answer: B Explanation: The ownership group for this knowledge article. An ownership group consists of a group of members and A manager who are responsible for approvals, ensuring article quality, and feedback tasks. Ownership groups can publish, edit, and retire knowledge articles that they are associated with. Reference: https://docs.servicenow.com/bundle/orlando-servicenowplatform/ page/product/knowledgemanagement/task/create-knowledge-article.html Question: 2 Information about a customer s service contract is found in Knowledge. A. False B. True Answer: A Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service- management/page/product/customer-service-management/concept/c_ContractsAndEntitlements.html Question: 3 From what places in SN can an agent create a case? (Choose three.) A. Customer Service Application B. Contact C. Account D. Chat Visit us athttps://www.certsgrade.com/pdf/cis-csm/

Answer: A, C, D Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service- management/page/product/ customer-service-management/reference/r_CustomerServiceCaseForm.htmlc Question: 4 What are the conditions that matching rules are based on? (Choose two.) A. Agent resources best suited to work on a case B. Specific routing rules C. Filters set up in advanced work assignment D. Specific case attributes Answer: A, D Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service- management/page/product/ customer-service-management/concept/c_CaseRouting.html Question: 5 Matching rules enhance assignment capability by ____________________. A. Matching best agent by availability B. Providing dynamic matching of cases to groups or individuals C. Determining if account is a customer or partner D. Matching best agent by skill Answer: D Explanation: Reference: https://docs.servicenow.com/bundle/orlando-customer-service- management/page/product/ customer-service-management/concept/c_CaseRouting.html Visit us athttps://www.certsgrade.com/pdf/cis-csm/

For More Information Visit link below: https://www.certsgrade.com/ PRODUCT FEATURES 100% Money Back Guarantee 90 Days Free updates Special Discounts on Bulk Orders Guaranteed Success 50,000 Satisfied Customers 100% Secure Shopping Privacy Policy Refund Policy 16 USD Discount Coupon Code: NB4XKTMZ Visit us athttps://www.certsgrade.com/pdf/cis-csm/ Powered by TCPDF (www.tcpdf.org)